Helping insureds navigate unexpected losses is a critical part of insurance. At Openly, we pride ourselves on supporting policyholders in the event of a loss. This guide outlines the general claims process and typical timeframes available to agents and their policyholders.
Filing Channels Overview
While agents submitting directly through the Agent Portal is generally the most efficient method for initiating a claim, policyholders also have direct submission channels.
- Agent Portal: Agents submit FNOL directly within the policy view for streamlined intake.
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Policyholder Filing Options
- Online Form: Complete the self-service claims form directly via the Openly Claims Portal.
- Phone: Call (888) 808-4842 (Option 2). Claims business hours are generally Monday–Friday, 8 am–8 pm ET, and Saturday, 9 am–4 pm ET.
- Email: Submit general inquiries to claims@openly.com.
The Openly Claims Process
Openly's claims process typically follows these steps:
- Report a New Claim: The claim is filed online, by phone, or through the Agent Portal.
- Initial Contact: The claims team reviews the initial details. An adjuster typically reaches out within 24 hours (one business day) to discuss the property damage and outline the next steps.
- Investigation: The claims team gathers facts through desk investigation or physical inspection to determine whether a loss is covered. Inspections are typically completed within five to seven days from the first notice of loss.
- Estimate & Repair: The claims team calculates the estimated cost of repairs or total loss replacement using standard industry pricing software. Policyholders can choose their own contractor or use Openly's Managed Repair Program—a network of trusted professionals for water mitigation, property restoration, and electronics repair.
- Payment & Support: The team provides ongoing customer service and support even after the claim settlement is finalized.
Agent Portal Steps
Agents can seamlessly file and manage claims within the Agent Portal:
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Locate the Policy: Click Search in the Agent Portal sidebar and input the property address, insured name, or policy number.
- Once the policy is displayed, click Manage.
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Within the dashboard, click Claims, then select File Claim.
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Initiate Claim Submission: From there, you will be prompted to enter the details of the loss. Answer the questions and click Get Started.
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Add Contact Information: Enter updated contact details and the policyholder’s preferred contact methods, and click Continue.
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Enter Loss Details & Submit: Enter the date, time, location, and description of the incident. Review the details and click Continue to submit the claim.
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Confirmation: You will see a confirmation message displayed. Write down the claim number provided and email supporting documentation to claims@openly.com. A representative should reach out within one business day.
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Track Claim Status: Once assigned, claim progress and adjuster details can generally be reviewed under the policy's Claims tab.
FNOL Document Checklist
To support a faster claims response, gather and upload the following documentation during the initial submission, whenever available:
- Damage Documentation: Clear photos or videos showing the affected structural area, personal property, or cause of loss. Provide a list of damaged items if applicable.
- Estimates & Receipts: Initial contractor estimates, repair proposals, or receipts for recent repairs.
- Emergency Mitigation Invoices: If emergency actions were taken to stop the source of damage (e.g., water extraction, board-up, or tarping), include those receipts or work orders.
- Police Reports: Police report numbers or copies of formal reports for theft, burglary, or vandalism losses.
- Damaged or Failed Parts: Save any damaged property or failed parts when safe to do so for the insurance carrier to collect
Post-Filing Contact
An assigned adjuster typically attempts initial contact with the policyholder within 24 business hours following FNOL submission, depending on claim volume and loss severity.
As an agent, you can retrieve adjuster contact information directly through the Agent Portal:
- Search and open the policy in the Agent Portal.
- Click the Claims tab.
- Once assigned, the adjuster's name, phone number, and email address generally display within this section.
For further assistance, contact us via our webform or Live Chat.
The above is meant as general information. This information does not modify any provisions, limitations, or exclusions expressly stated in any insurance policy. Descriptions of all coverages and other features on this page are necessarily brief; in order to fully understand the coverages and other features of a specific insurance policy, we encourage you to read the applicable policy. Whether an accident or other loss is covered is subject to the terms and conditions of the actual insurance policy or policies involved in the claim. References to general claims handling steps, average or typical premiums, amounts of losses, deductibles, costs of coverages/repair, etc., are illustrative and may not apply to your situation.